UNC Virtual Lab Troubleshooting

Having trouble using UNC's Virtual Lab, Citrix Workspace, or browser errors? 

Refer to the below documentation for the most common solutions.  Consider using an Incognito/Private browser window to bypass extensions, as they can often cause issues while using Virtual Lab.

Common issues with accessing Virtual Lab include using the correct UNC-Chapel Hill account (onyen@ad.unc.edu), registration of UNC-CH two-factor, avoiding workplace machines (too restrictive), and checking your version of macOS for the appropriate Citrix Workspace app, see below.

Note:  "Selected user account does not exist" error while signing in?  Use onyen@ad.unc.edu to sign in!

  • Use Incognito window to bypass history/cache/cookies and extensions.
  • Sign out of kfusername@business.unc.edu, close and re-open browser, sign back in with onyen@ad.unc.edu.
  • Use a new browser profile, or alternate browser.
  • Multi-factor is required for use with UNC's Virtual Lab, using your onyen@ad.unc.edu account, see below.

UNC-CH Microsoft Authenticator two-factor registration:

Article - 2-Step for Office 365: MFA

Apple macOS:  Using macOS and Citrix not opening/working?  You may be on an older version of Citrix Workspace.

Download Earlier Versions of Workspace app for Mac - Citrix

  • Determine your Apple macOS you're on inside Apple Menu > About my Mac.
    • Note the OS version and the processor type.
    • Based on your version (10.15, Catalina and newer)
      • Ensure you select Apple Silicon.
      • Older macs select Intel-based.

Connect to UNC Virtual Labs (with browser):

https://virtuallab.unc.edu

  • Use Detect Receiver button
  • Follow prompts for Detect Receiver, download and begin installation
  • During installation, leave Enable Single Sign On and Enable App Protection boxes unchecked, restart.
    • Check all "always Open with" prompts or boxes to open links with Citrix Workspace app/

Connect using Citrix Workspace App:

  • In Add Account use "virtuallab.unc.edu"
  • Sign in with onyen@ad.unc.edu.
    • Register for UNC's multifactor if you have not already.
  • Click Apps.

Saving Files on macOS:

  • Open Citrix Workspace.
  • File Menu (top) > Preferences > File Access > Set to "Read and Write".
  • Close and re-open the app, open Crystal Ball (in Excel) then use File > Save As > Browse and locate users folder in C: Drive, use "Desktop", watch for prompts and allow access.

Contact UNC-Chapel Hill ITS for additional support:

https://help.unc.edu (Chat bubble, use "Live Agent", include screenshots of your errors.

or

(919) 962-4357